This is another measure that you can use to demonstrate the efficiency of your MI service. Click “Yes” for all enquiries which were answered either within the agreed time period or that were still of use to the enquirer and the patient by the time the answer was given.

Response Time is the time it takes for you to attempt to reply to the enquirer either from the time the enquiry was taken in or from the time the answer to the enquiry was written.

Time Taken/Recorded Time is the time spent working on the enquiry (this includes taking in the enquiry and replying to the enquirer)

These are useful to help give a better picture of workload, as you assign a level according to the complexity of the enquiry. MI centres should aim to do more Level 2 and 3 enquiries as often other pharmacists/health care professionals can do level 1 enquiries with basic training.

Level 1: Data. Information only, from one or two sources.

Level 2: Searches. Multiple database and/or textbook searches. Little or no interpretation.
Minimal advice given

Level 3: Interpretation. Primary literature retrieval required. Interpretation & advice given. Specialist personal knowledge. Analysis/ evaluation of data. Most written answers.